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BizReport : Ecommerce archives : January 12, 2015

Live chat growing in popularity, particularly among Millennials

A recent report has found that live chat is growing in popularity, particularly among Millennials, thanks to limited hold times and convenience.

by Helen Leggatt

A report released by evaluation and CRM technology firm Software Advice has revealed the growing popularity of live chat. Furthermore, the tool is not just popular as a customer service channel but also for queries relating to pricing and requests for additional product information.

A key finding from Software Advice's report is that Millennials are 20% more likely than Baby Boomers to choose live chat. This is particularly important in light of this generation's potential spending power and the effect of their preferences for on-demand channels.

"As an online tool, it meets customers in the very place they increasingly turn for answers: the Internet," says the report. "And unlike other channels such as email, live chat provides instant support, with minimal customer effort required."

Other key findings from the report include:

- 56% of survey respondents had successfully used online live chat at least once;

- The top reasons Millennials preferred live chat were convenience and limited hold time;

- Almost half of respondents prefer live chat for online shopping queries compared with three-quarters (74%) who prefer to use the telephone for more complex queries.

Live chat is a increasingly popular customer service channel that should not just be limited to online. A study of 2,700 U.K. and U.S. shoppers by customer engagement firm Moxie found that almost two-thirds (62%) of shoppers now expect live chat to be available on mobile devices and more than 8 in 10 (82%) said they would use the service.

"Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps," said Nikhil Govindaraj, VP of products, Moxie. "Our customers now have the ability to design the chat experience to align with their brands and execute specific campaigns that resonate with a growing base of mobile device users."

Image via Shutterstock

Tags: customer service tools, ecommerce, live chat, mobile

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  • Brad Swaile

    As per my personal experience Live chat help a lot. It allow us to connect with multiple online customers and to understand there requirement. I am using eAssistance Pro live chat on my website from last 3 months and it help me a lot.



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